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Network

1. Description of Product Offering

MassIT provides reliable Network Services and support to all Commonwealth of Massachusetts customers, which includes design, implementation, installation and network management. We provide 24x7managed products to over 400 Wide Area Network (WAN) locations within MAGNet (Massachusetts Access to Government Networks) infrastructure that is owned and maintained by MassIT and provides access to our customers to services hosted by MassIT. With these managed products, MassIT provides end-to-end fault resolution, network and application performance analysis and vendor management for all WAN and core backbone infrastructure and equipment. Customers may request high availability as well as server load balancing for mission critical data center applications.

1.1 WAN and MAGNet connectivity Options include:

MPLS

Campus Backbone

Data Center

Internet

1.2 MassITConnect Services

Background:The Massachusetts Broadband Institute (MBI) built over 1,200 miles of fiber-optic cable to connect over 120 communities in western and north central Massachusetts and expand high-speed Internet access within the region. The MBI territory covers western and north central Massachusetts areas, with approximately 1300 (CAI’s) Community Anchor Institutions connected to the network. The CAI’s include public safety entities, community colleges, K-12 schools, libraries, medical facilities and town halls.

MassIT Network Services provides network infrastructure services available to state and local entities in western and north central Massachusetts. MassIT’s service provider will deliver wholesale services on the MBI network to broadband service providers and maintain and refresh the fiber-optic network to ensure its operability and efficiency. The MBI network is open to allow any broadband provider to connect and offer its services, including MassIT’s customers. This will increase competition and affordability for broadband customers.

MassITConnect:The MBI network services through the MBI offered by MassIT are called MassITConnect Network Services and are available to all entities identified as Community Anchor Institutions (CAI). CAI’s are qualified groups of state, local, and municipal government locations that have had fiber optic cabling installed for connection to the MBI Network. Therefore, only the CAI locations qualify for MassITConnect Network Services identified in this service offering.Click here for a list of MBI connected locations.file size 3MB

MassITConnect Network Services provide secure, IP based broadband connectivity managed by our service provider. Through these service offerings, customers can utilize the multipoint-to-multipoint connections established by a Layer2/Layer3 Virtual Private Network (L2/L3 VPN) to connect from CAI/Customer locations to the Internet, Commonwealth’s MAGNet network, or any state agency network.

MBI/MassIT network infrastructure outside of and not connecting through MAGNet.

Fully redundant and managed security firewalls.

The capability to transport all data from one network to another.

Uses routing technology OR

Full encryption utilizing *IPsec tunneling.

Transporting information as encrypted data across the state network.

Quality of Services (QoS) to prioritize the traffic on the network for voice and video as an option.

MassITConnect provided router (one-time cost applies).

Security port (monthly recurring charge).

One-time set up cost applies.

IPsec port at an additional cost.

*Internet Protocol Security (IPsec) is a method of securing Internet Protocol (IP) communications. Each IP packet in the communication session is authenticated and encrypted. Firewalls on the system provide protocols for establishing mutual authentication between agents at the beginning of the session and negotiation of cryptographic keys to be used during the session.

When ordering, access port and virtual private networks must be specified – see Section 1.2.6.

QoS is required if transferring VoIP or Video traffic through the Network.

QoS is added to the circuit an additional cost applies.

QoS is Class 5 per mbps per month.

QoS is purchased in 2 mbps increments with a minimum of 2 mbps.

The Network Technical Assistance Center (TAC) provides a complete set of enterprise network management services and utilizes enterprise network management tools to monitor, maintain and manage the network and network devices. The TAC organization provides Tier II technical assistance to customers for network problems and manages all aspects of the resolution including initial triage of the problem, root cause determination, resolution co-ordination with customers, and management of engineering/vendor resources, when required. The TAC proactively addresses problem prevention through deployment of enterprise monitoring tools, capacity analysis, and preventive maintenance services for all of the network devices.

Please note: Effective 9/1/2014, MassIT no longer offers LoadRunner services. This tool is no longer supported (software and platform) by MassIT. Customers requiring performance and load testing for their applications must utilize the services within their agency.

All Network Services include:

Provisioning:

Work with the customer to configure and install the circuit as ordered.

Connect the circuit via the procured router and providing hand-off to the customer LAN.

This Product Offering does not include coverage for Disaster Recovery.

MassIT Asset and Equipment Policy:When a customer requests fully managed services at MassIT, a BAR (Business Application Request) listing all one-time equipment and ongoing chargeback support costs must be approved and processed. Equipment to support a customer's request is then procured as an MassIT owned and managed asset.

When a customer no longer requires MassIT's services, MassIT decommissions the equipment and chargeback costs are discontinued. If a customer wants to reuse the equipment for a different MassIT supported solution, the equipment remains active and chargeback costs continue. MassIT determines the future use of all decommissioned equipment.

Public WiFi

As part of an initiative presented by the Commonwealth IT Steering Committee, MassIT has been tasked with installing Public Internet WiFi at many state buildings. Locations with constituent facing roles, and those with multiple state entities in the same facility are targeted for first phase implementations with others to follow. These WiFi installations are for user convenience and will be maintained with a “best effort” plan for restoral, should an outage occur.

Enterprise WiFi

In conjunction with the Public WiFi initiative, MassIT Network Services now offers an in-building Enterprise Wireless Solution (WiFi) for MAGNet customers, using some of the most advanced hardware and software available. All of the Cisco based core management and control components reside on the Commonwealth’s premises, are highly available, and are fully managed by MassIT. Core infrastructure has been installed and MassIT is responsible for server licenses and operating systems and maintenance. WiFi service subscriptions will be included as part of the client’s Network Services charges.

Implementation at the state entity location consists of coverage planning, physical design, and the installation of required technology such as cabling, access points (AP), network switches, and AP licensing.

State clients will be responsible for any required infrastructure and technology investments for Enterprise WiFi implementation at their locations.

Two vendors have been identified as providers of these services by MassIT under RFQ 15-23a. MassIT will work with the entities to accomplish these procurements.

Service Set Identifier (SSID) options are available:

The Public option offers internet access only with the acceptance of the MassIT Terms and Conditions.

The Guest option offers internet to authorized users with the input of an ID and Password

The Secure option offers access for State issued devices is available with authentication via Active Directory.

For the Guest and Secure options, access screens can be customized with logos and/or verbiage specific by location or entity.

2. Service Targets and Metrics

Targets

Service Requirement

Description

Infrastructure Component Availability

Individual routers, switches, circuits and ports are available 24x7 excluding planned maintenance and unplanned outages. Overall availability for customer solutions is dependent on the level of redundancy designed into the solution architecture.

The MassIT IP backbone network will have an average round trip packet transit time within the MassIT IP backbone network over a calendar month of 20 ms or less. The average latency is measured as the average of 15-minute samples across the MassIT IP backbone network taken throughout the month. The MassIT Latency objective does not include local loop, Customer Premise Equipment, Customer's Local Area Network (LAN), scheduled maintenance events, customer caused outages/disruptions or interconnection connectivity within other Internet Service Provider (ISP) networks.

Planned Maintenance

This requires a monthly four hour window between 7:00 am- 5:00 pm Monday- Friday excluding holidays. Ad-hoc maintenance is scheduled through change control and customers are notified as part of the change control process.

Request Fulfillment*

Staff will respond to service requests 7:00 am - 5:00 pm Monday through Friday excluding holidays. Customers can make requests through COMiT.

Emergency requests are approved by authorized customer contacts and must be opened as incidents to ensure they are acted on immediately out of normal business hours.

4. Service Requests

Request to provide network access by connecting the requested data jack to an existing edge switch. This request is for activations in the McCormack Bldg., 21st floor as well as MassIT workstations and also at SDC.

1 Day

Deactivate Network Data Jack

Request to discontinue network access of the data jack.

1 Day

Request Circuit New/Add/Disconnect

Request to connect a MAGNet circuit to the Commonwealth’s Wide Area Network (WAN) or upgrade an existing circuit. Also utilize this request to disconnect an existing circuit.

90 – 120 Days*

Network Services

Request to have a Vlan configured, cabling of a server, cabling of a SAN connection, installation of a switch, or configure a Server Load Balancing Farm.

This request is to analyze and report on network elements performance for a time period specified by a customer using recent customer experiences as guidelines.

1 Day

Request Netflow Report

Request to analyze and report on a customer’s router or switch using Netflow. Netflow is a protocol developed for collecting IP traffic information and examples of network flows include source, destination IP protocol and IP port information.

1 Day

MBI COMiT Service Request

Description

Lead Time- Business Days

MassITConnect Internet

For customers in the MBI network area, low cost connectivity to the Internet via the Springfield Data Center in 5mbps, 10mbps, 20mbps, 50mbps and 100mbps speeds.

30 Days

MassITConnect MAGNet

For customers in the MBI network area, connectivity into the MAGNet network via the Springfield Data Center in 5mbps, 10mbps, 20mbps, 50mbps and 100mbps speeds.

30 Days

MassITConnect MAGNet/MPLS

For customers in the MBI network area, connectivity into the MAGNet network via the Windstream network in 5mbps, 10mbps, 20mbps, 50mbps and 100mbps speeds.

30 Days

MassITConnect Direct Connect

For customers in the MBI network area, connectivity from one location on the MBI network to another location on MAGNet, No connection to the Internet. Circuits available in 5mbps, 10mbps, 20mbps, 50mbps and 100mbps speeds.

30 Days

MassITConnect Passthrough

For customers in the MBI network area, connectivity among two or more customer locations, without connection to MAGNet or to the Internet.

30 Days

*For new service requests only. To manage existing requests, please log into COMiT.*Ethernet circuits may take the full 120 business days due to installation requirements impacting the infrastructure. The 120 day order cycle begins only after the approved BAR has been filed and the vendor has the order in hand (these processes may take up to 10 days).

*In most cases, Ethernet upgrades can be handled via a software change from the vendor with a timeframe of 30 to 60 business days. In the event the circuit needs a redesign, the timeframe may go beyond 60 business days.

**Customers are reminded that MassIT's policy requires customers to complete a disconnect change order in COMiT any time a circuit has to be disconnected. This process ensures that the circuit is disconnected based on customer requirements and safeguards against network disruption and additional chargeback costs.

When a customer requests fully managed network services at MassIT, dedicated network equipment may be required to support the requested network service. During the design process, customers are informed of all equipment needed and a BAR (Business Application Request) listing equipment and costs must be approved and processed. Equipment to support the requested network services is then procured as an MassIT owned and managed asset (see MassIT Asset Policy above).

5. Customer Responsibilities

The customer must have a protected conduit installed for Ethernet circuits from the Telco demark to the customer's LAN room. It is also the customer's responsibility to supply the cable and cable ties for the installation.

6. Chargeback Rate Information

For more information on Chargeback, including an overview of the program as well as current and previous fiscal year rates, please visit our Chargeback Services webpage.

*Requests for a new T-1 connection will include an agreement between MassIT and the customer that the new T-1 will remain connected for a minimum of six months. This will ensure that the set up costs to configure and activate this circuit are recovered through six months of chargeback billing.

**Requests for a new Ethernet connection will include an agreement between MassIT and the customer that the new Ethernet circuit will remain connected for a minimum of 12 months. This will ensure that the set up costs to configure and activate this circuit are recovered through 12 months of chargeback billing.

Updated September 03, 2015Reviewed September 03, 2015Published August 14, 2009Created April 29, 2009: Information provided by the Enterprise Communications Team